Tariff Hike, Weak Service: Nigerians Demand Better Telecom Performance
Subscribers Under Pressure Amid Falling Service Quality
DESPITE massive investments and a recent tariff increase, telecom subscribers across Nigeria are expressing growing frustration over deteriorating service quality. From dropped calls to sluggish internet speeds, users say the situation has worsened in recent weeks, disrupting both personal and business activities.
Major operators—including MTN Nigeria, Globacom, Airtel Nigeria, and 9mobile—had collectively invested over $1 billion in 2025 to upgrade infrastructure. The spending followed a 50 percent tariff adjustment approved by the Nigerian Communications Commission (NCC), aimed at boosting service delivery.
However, for many Nigerians, the expected improvement has yet to materialise.
Rising Costs, Declining Experience
Subscribers say the contrast between higher tariffs and declining service quality has been difficult to ignore. In cities like Lagos, Ogun, and Abuja, users report frequent network outages and poor data performance.
For many, the consequences go beyond inconvenience. Entrepreneurs and remote workers say unreliable connectivity is affecting productivity and income, while everyday users struggle with basic communication.
Industry observers note that data consumption surged by nearly 40 percent between 2024 and 2025, placing increased pressure on network infrastructure. While operators have expanded capacity—with over 2,850 new sites deployed—the rapid growth in demand appears to be outpacing improvements.
Operators Cite Ongoing Upgrades
Telecom industry stakeholders maintain that the current disruptions are partly due to ongoing network upgrades. According to the Association of Licensed Telecoms Operators of Nigeria, the tariff increase was necessary to rescue a struggling sector and enable long-term improvements.
ALTON Chairman, Gbenga Adebayo, had earlier indicated that service enhancements would not be immediate, stressing that operators are in a “recovery phase” focused on rebuilding and optimisation.
Some experts agree, suggesting that temporary instability is often a byproduct of infrastructure expansion. Still, subscribers argue that the duration and scale of disruptions are becoming increasingly difficult to justify.
Regulator Steps In With Compensation Directive
In response to mounting complaints, the NCC has introduced a consumer-focused directive requiring operators to compensate users affected by poor service.
Under the policy, mobile network operators must provide airtime credits to subscribers in areas where service falls below established Quality of Service (QoS) benchmarks. The compensation will be based on usage patterns and the duration of disruptions.
The NCC says the move reflects a shift toward accountability, ensuring that consumers do not bear the full cost of service failures. The regulator is also pushing infrastructure providers, particularly tower companies, to reinvest fines into network improvements.
Balancing Investment and Accountability
While telecom investments have attracted renewed foreign direct investment—reportedly over $392 million within nine months of 2025—the disconnect between spending and user experience raises critical questions about efficiency and execution.
For subscribers, the issue is simple: higher costs should translate into better service. Until that expectation is met, frustration is likely to persist.
As Nigeria’s digital economy expands, the telecom sector faces mounting pressure to deliver not just infrastructure, but consistent and reliable performance.
